Sensitive dialogue with the consumer
In this training course, we teach your employees how to deal with difficult or delicate complaints. In most cases, an instant and proper reaction to a difficult or delicate complaint is enough to defuse the situation. Open dialogue and meeting in person often lead to valuable results.
Programme
- Difficult communication
- Dealing with difficult complaints
- Site visit
- Interactive exercises
Target group
Employees who deal with consumers and customers, but also commercial employees that are occasionally asked to recover a product for investigation purposes.
Learning points
Change communication: without strategy, no support
A major restructuring at an international food company caused turmoil in the workplace. Hundreds of jobs were at risk, which deeply affected the employees. Barely a month later,...
How a missed incident report led to a major recall
A consumer finds a piece of plastic in one of your products. What at first presented as an isolated case, turned out to be a tell-tale sign for a bigger issue. Several people re...
Food Fraud: What if your product unintentionally contains banned substances?
A banned substance ends up in your product through a raw material. The consequences are widespread: various products must be recalled, consumers are worried, and the reputation ...